Health care is a critical context due to unpredictable situations, demanding clients, workload,
and intrinsic organizational complexity. One key to improve the quality of health services is …

Previous research has shown that organizational identification (OI) of leaders is positively
related to employee OI and, in turn, linked to positive behaviours of employees towards the …

The service literature highlights the importance of organizational leaders in creating an
organization-wide customer orientation (CO). Yet, some open questions remain regarding …

Purpose–The present study attempts to contribute to the knowledge of how customer
orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to …

Employees who have customer contact play a crucial role in the success of service
organizations. Therefore, leadership of customer contact employees is a core element of …

Purpose The purpose of this paper is to investigate the antecedents, importance, and
consequences of the customer orientation of service employees (COSE) in highly relational …

Nurses in hospital settings are a primary contact point and the way their behaviors are
perceived by patients is a critical determinant of overall patient satisfaction. The purpose of …

Purpose–The purpose of this paper is to explore the usefulness and to highlight the nature
of inter‐relationship (s) between service climate and job involvement in impacting customer …

Customer orientation of service employees (COSE) refers to the capacity and skills of
employees to (1) identify, understand and satisfy their clients' needs, and (2) act to that end …

Purpose–The purpose of this study is to empirically test and extend knowledge of the
determinants of customer‐oriented behavior (COB) of service providers in an affective, high …